MatrixCare Hospice
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Paul Hess
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User Commentary

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Analyst/Coordinator

Relationship

We have been with the vendor for so long that we have a good relationship. I have a very good...

Sep 2022
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Analyst/Coordinator

Service and Support

The vendor is always trying to make the product the best it can be and is striving to deliver new...

Sep 2022
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Analyst/Coordinator

Service and Support

No matter what, if we have an issue, we can pick up the phone and call the support team, and there...

Sep 2022
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Manager

Implementation and Training

Our billers have struggled a lot with the system. Our billers were originally assigned a specific...

Sep 2022
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Manager

Technology

I am not impressed with the vendor’s ability to handle transitions of care. The reason is more or...

Sep 2022
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Manager

Other Observations & Comments

We have an online fax machine that is integrated with MatrixCare's system. With our previous vendor,...

Sep 2022
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Manager

Functionality and Upgrades

One nice thing about the product is that the home health and hospice pieces are a little more...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

We don’t have a lot of options for ePrescribing. I would like to see MatrixCare build a relationship...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

The vendor has a lot of reports, but sometimes we have to run two or three reports to get to the...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

MatrixCare Hospice has been one of the best-suited applications for hospice care. Most of the...

Sep 2022
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Manager

Functionality and Upgrades

There is a lot of room for error with what type of document nurses are selecting, and we never had...

Sep 2022
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Manager

Future Outlook

Our health system will be going to a new EMR, and it would be nice to have everybody streamlined on...

Sep 2022
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Manager

Service and Support

I see on the vendor’s homepage that they are always coming up with new things, and that is nice....

Sep 2022
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Manager

Service and Support

I can email our contact person, and they are good at getting us connected to the people we need to...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

The product’s logic is consistent throughout the whole system, so once we figure things out, we can...

Sep 2022
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Analyst/Coordinator

Implementation and Training

The vendor has gotten better in terms of upgrades and ongoing training. The vendor has webinars...

Sep 2022
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Nurse

Functionality and Upgrades

Sometimes MatrixCare Hospice has a hard time pulling things together to get everything to flow.

Sep 2022
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Nurse

Service and Support

There are always things in the works. The vendor will ask us for suggestions, and some of the things...

Sep 2022
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Nurse

Implementation and Training

The initial training from MatrixCare was really good. But now the vendor just tells us to go look...

Sep 2022
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VP/Other Executive

Service and Support

I have never had a major problem with the product. Product rollouts are always tough. I don’t think...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

I have been overpromised multiple times. I have been through multiple EMR changes over the years,...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

With our previous system, we set up hospice care for hundreds of patients. The product was...

Sep 2022
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Director

Implementation and Training

MatrixCare’s upgrades are bad. The vendor is very weak in that area. They announce that an upgrade...

Sep 2022
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Director

Other Observations & Comments

MatrixCare Hospice was a very tough rollout, and we really struggled with the vendor for a very long...

Sep 2022
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Director

Relationship

Getting changes made in MatrixCare Hospice is very slow. MatrixCare has a process where we put in...

Sep 2022
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Director

Service and Support

MatrixCare’s support is good. The support team responds and helps us. Our account representative...

Sep 2022
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Director

ROI / Cost (care and feeding)

With MatrixCare, everything is an extra charge. They charge for everything. They deliver new...

Sep 2022
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Director

Functionality and Upgrades

MatrixCare Hospice’s biggest asset and the reason we purchased it is the clinical aspect. The...

Sep 2022
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Director

Functionality and Upgrades

The solution’s billing aspect isn’t so great, and reporting is a big challenge. Being able to get...

Sep 2022
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Director

Lessons Learned

I would recommend MatrixCare Hospice because it is definitely good for the field staff. But I would...

Sep 2022
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VP/Other Executive

Implementation and Training

Through the orientation and rollout phases, MatrixCare was a good partner. The initial training was...

Sep 2022
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VP/Other Executive

ROI / Cost (care and feeding)

We got iPads that didn’t have data plans. When we talked to MatrixCare about that, there was a lot...

Sep 2022
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VP/Other Executive

Sales and Contracting

When we were first doing everything, there were a lot of people moving with their hands in the...

Sep 2022
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VP/Other Executive

ROI / Cost (care and feeding)

MatrixCare bills us for what they say they will. I don’t think that we have problems with the...

Sep 2022
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VP/Other Executive

Lessons Learned

I have recommended MatrixCare Hospice. It is a competitive platform among all of the platforms out...

Sep 2022
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VP/Other Executive

Future Outlook

Our overall satisfaction will increase next year because of increased fluidity, improved ease of...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

I like the built-in, hard stop signs for compliance; we aren't allowed to bill without having...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

I really like the billing. I am still learning a lot, but the product is pretty simple, and the...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

The clinical team really likes the product. The product is pretty straightforward, and the ease of...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

The systems are so robust that there are a billion things in them. We can probably run 800 reports...

Sep 2022
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VP/Other Executive

Lessons Learned

We are refining the things that rolled over from the old system, so we still have to put in a ton of...

Sep 2022
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Manager

Functionality and Upgrades

There is room for improvement around our access to MatrixCare’s data. We don't really have access to...

Sep 2022
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Manager

Functionality and Upgrades

MatrixCare’s audit trail is lacking a lot of things, and there are a lot of holes in it. There isn't...

Sep 2022
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Manager

Functionality and Upgrades

I like the user interface of MatrixCare's system. The documentation for the clinicians is really...

Sep 2022
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Manager

Service and Support

MatrixCare’s community site where users collaborate with other agencies and with the vendor's...

Sep 2022
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Director

Interfacing and Integration

I like the fact that I can see the home health and hospice things in the same program. I don’t have...

Sep 2022
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Director

Relationship

When the vendor made major changes to the product, they didn't reach out to us. There should have...

Sep 2022
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Director

Relationship

My current account representative is very good. I had several account representatives in the past,...

Sep 2022
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Director

Implementation and Training

There are things in the hospice system that we need to change to make the product work better for...

Sep 2022
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Director

Functionality and Upgrades

MatrixCare is on the right track with data analytics. They have done a great job streamlining their...

Aug 2022
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Director

Functionality and Upgrades

We do not need to do data entry on multiple systems with MatrixCare’s API. It allows us to send all...

Aug 2022
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Director

Relationship

The most important thing to have with a vendor is a relationship. The folks at MatrixCare's...

Aug 2022
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CEO/President

Functionality and Upgrades

The product offers some great opportunities with transitions of care, but we haven't maximized all...

Jul 2022
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CEO/President

Relationship

Technology is moving pretty fast, and the vendor is working pretty hard to keep up. We aren't a very...

Jul 2022
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CEO/President

Service and Support

The vendor has coffee talks where I learn a lot about things that I need to be trained on.

Jul 2022
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Nurse

ROI / Cost (care and feeding)

The system requires a lot of add-ons, and those add-ons come with upcharges. If there is something...

Jun 2022
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Nurse

Functionality and Upgrades

The vendor sends us messages when they are going to do upgrades, and we haven't had too many issues...

Jun 2022
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Nurse

Implementation and Training

The vendor has job aids and things that we can search up and view at our leisure. However, those job...

Jun 2022
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Nurse

Functionality and Upgrades

The product is very intuitive. We have had a lot of people come into our organization who have used...

Jun 2022
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Nurse

Relationship

We have never worked with anyone above our representative from MatrixCare. However, MatrixCare's...

Jun 2022
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Manager

Functionality and Upgrades

The product meets the needs of hospice care really well. The hospice team enjoys using MatrixCare's...

Jun 2022
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Manager

Interfacing and Integration

There are a lot of interoperability issues that prevent ease in patient care. The vendor could...

Jun 2022
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Manager

Functionality and Upgrades

I know that people do complain about the system, so it is not perfect. There are some gaps because...

Jun 2022
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Manager

Future Outlook

We are replacing MatrixCare's system because our health system is moving to a new EMR vendor.

Jun 2022
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Manager

Relationship

If I ever request a change in the MatrixCare product, the vendor is willing and able to accommodate...

Jun 2022
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Manager

Implementation and Training

MartrixCare doesn’t really offer training. The training they do have is very expensive. It was not...

Jun 2022
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Manager

Technology

The thing I like the most about the MatrixCare product is that I am able to use the system...

Jun 2022
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Manager

Service and Support

Support from MatrixCare is their weakness. When I contact the support team, I am communicating with...

Jun 2022
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VP/Other Executive

Relationship

If we wait long enough, MatrixCare keeps all of their promises. Getting some things changed or built...

Jun 2022
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Director

Implementation and Training

The training center hasn't been updated since we onboarded, even with the change from Brightree to...

Jun 2022
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Director

Implementation and Training

Onboarding was challenging because it was during the pandemic, but the optimization of the product,...

Jun 2022
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Director

Future Outlook

In hospice, we are seeing how MatrixCare is going to develop the reporting and queues on the iPad...

Jun 2022
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VP/Other Executive

Functionality and Upgrades

Given all the details of the foibles that I see in the system, probably one of the biggest...

May 2022
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Manager

Functionality and Upgrades

The solution has job aids that we can use, but the vendor also keeps outdated job aids on the...

May 2022
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VP/Other Executive

Functionality and Upgrades

If the vendor is introducing new features, there is good communication about those. I have also...

May 2022
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VP/Other Executive

Relationship

It is tough to say whether the vendor is proactive. They want to come out with new technology, and...

May 2022
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VP/Other Executive

ROI / Cost (care and feeding)

If a peer is nearby and I am working with them, I am more likely to recommend this product. If they...

May 2022
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VP/Other Executive

Functionality and Upgrades

We are supposed to be able to do all of our Medicare billing directly out of MatrixCare's system....

May 2022
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VP/Other Executive

ROI / Cost (care and feeding)

I wouldn’t buy the solution again. It initially sounded like it had a good pricing point, but I...

May 2022
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VP/Other Executive

Relationship

MatrixCare doesn’t keep all promises, but that doesn’t mean that they are terrible at keeping...

May 2022
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VP/Other Executive

Other Observations & Comments

I have a much deeper understanding of what the limitations are and what we have to do for...

May 2022
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VP/Other Executive

Interfacing and Integration

The limitations we have with integration are specifically with the pharmacy; we do not have any...

May 2022
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VP/Other Executive

Functionality and Upgrades

On the back-office side, once we figure out how to do things, we can do them. But when it comes to...

May 2022
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Manager

Sales and Contracting

The vendor originally set the system up for hospice. So when our homecare team decided to use the...

May 2022
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Manager

Service and Support

MatrixCare has improved their support a lot since we started with them. They used to have...

May 2022
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Manager

Functionality and Upgrades

I have to run a lot of reports to get the information that I need from the system. Then, I have to...

May 2022
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CEO/President

Functionality and Upgrades

The clinical side in MatrixCare Hospice is not so bad, but the billing side is awful. The vendor has...

May 2022
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CEO/President

Service and Support

For every three executives that I call at MatrixCare, I get one call back. It wasn't until I sent a...

May 2022
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CEO/President

Implementation and Training

I am not very impressed with MatrixCare Hospice. The vendor's implementation services are very poor....

May 2022
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CEO/President

Implementation and Training

We were having problems, so MatrixCare offered us more training. I paid an extraordinary amount for...

May 2022
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CEO/President

Interfacing and Integration

MatrixCare should have someone that actually knows the full program from start to finish and can...

May 2022
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Director

Lessons Learned

I have been thinking about reaching out to some other companies. MatrixCare’s price seems pretty...

May 2022
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Director

Relationship

The problem with MatrixCare is that once they got too big, they lost touch with their customers....

May 2022
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Director

Functionality and Upgrades

MatrixCare Hospice is pretty user friendly and easy to use. We haven’t had any issues with upgrades.

May 2022
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VP/Other Executive

Functionality and Upgrades

There are easier systems out there. We spend more time learning and understanding the system than we...

May 2022
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Analyst/Coordinator

Implementation and Training

The trainer that was assigned to us from MatrixCare was not the best. Their ability to organize and...

May 2022
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Director

Functionality and Upgrades

MatrixCare Hospice’s functionality is poor. The nurses can’t simply edit the care plans on their...

May 2022
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Director

Service and Support

MatrixCare’s customer support is terrible. It is going downhill quite a bit. MatrixCare takes a long...

May 2022
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Director

Service and Support

I don’t know whether we have ever had any new technology from MatrixCare. We are pretty much using...

May 2022
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Director

Functionality and Upgrades

In healthcare, there are different generations of individuals using a system, so the MatrixCare...

Apr 2022
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Director

Service and Support

If I could rate MatrixCare’s support even higher than perfect, I would. Their support system is the...

Apr 2022
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Director

ROI / Cost (care and feeding)

MatrixCare’s charges are based on our contract, which is reviewed on an annual basis. If our...

Apr 2022
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Director

Functionality and Upgrades

The MatrixCare system does help based on our charting to determine the outcome of the patient. But...

Apr 2022
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Director

Relationship

MatrixCare keeps their promises and keeps us informed. If we have requested something that needs to...

Apr 2022
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Director

Functionality and Upgrades

Before we even know we need something, MatrixCare is on top of it and telling us we need it. For...

Apr 2022
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Director

Interfacing and Integration

The vendor is getting better with integration, but there is still further room for improvement.

Mar 2022
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Director

Relationship

The vendor's customer service is very timely, and we get resolutions. I would definitely recommend...

Mar 2022
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Director

Relationship

I don’t know that the vendor is actually working with their customers to understand what the...

Mar 2022
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Director

Functionality and Upgrades

There are still things that have to be done on an iPad, computer, or browser, and I don’t understand...

Mar 2022
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Analyst/Coordinator

Service and Support

When we call MatrixCare for assistance, they are very quick to return our calls. We don't need a lot...

Mar 2022
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Analyst/Coordinator

Functionality and Upgrades

It is easy to navigate the system and compile reports in it. We can also create our own reports for...

Mar 2022
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VP/Other Executive

Service and Support

The vendor has been timelier in their response to issues in the last year, so they have improved...

Mar 2022
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VP/Other Executive

Functionality and Upgrades

The payroll piece is not fantastic. We import the payroll from MatrixCare Hospice into our HR system...

Mar 2022
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Director

Service and Support

Our experience with MatrixCare Hospice has been very smooth. The only thing we needed assistance...

Mar 2022
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Director

Functionality and Upgrades

The upgrades are all done online, which is nice. We are given a heads-up, and then I go to my iPads...

Mar 2022
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Director

Functionality and Upgrades

Once the end users get trained and become familiar with how to get around the system, they are good....

Mar 2022
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Director

Relationship

Anytime I need our representative, they answer back the same day. They direct me to the information...

Mar 2022
||
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Director

Interfacing and Integration

MatrixCare Hospice is supposed to interact with another product that some hospitals in our area use,...

Mar 2022
||
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Director

Interfacing and Integration

The product is working great with our PBM. The pharmacy integration is working really well.

Mar 2022
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Director

Implementation and Training

We would like more live training. MatrixCare sends out a lot of job aids, but they only have...

Mar 2022
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Director

Relationship

We have an account representative that is very helpful and responsive, but sometimes they seem to be...

Mar 2022
||
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Director

ROI / Cost (care and feeding)

In the past, we changed something with our organization that resulted in the vendor charging us more....

Mar 2022
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Director

Technology

MatrixCare's software is user friendly for my clinical staff members that use it out in the field....

Feb 2022
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Director

ROI / Cost (care and feeding)

In MatrixCare's system, doing care plans is time consuming because we have to build each individual...

Feb 2022
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Director

Service and Support

The vendor prefers we use the online support resources, and sometimes it is really hard to get the...

Feb 2022
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Director

ROI / Cost (care and feeding)

MatrixCare proactively built a COVID-19 assessment to screen patients, so the nurses were able to...

Feb 2022
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Director

Functionality and Upgrades

I would like the ability to limit charting on specific days of the week. For the home health aides,...

Feb 2022
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Director

Functionality and Upgrades

There are two sides of the MatrixCare system, the iPad side and the Agency Front Office (AFO) side....

Feb 2022
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Director

Sales and Contracting

I wish that when we made requests, the vendor would meet us halfway with a solution that could work....

Feb 2022
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Director

ROI / Cost (care and feeding)

I still get a lot of errors when the refills go through from the pharmacy, and then I have to clean...

Feb 2022
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Analyst/Coordinator

Future Outlook

MatrixCare is doing a good job. I know what MatrixCare is working on for the future. They are...

Feb 2022
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Analyst/Coordinator

Functionality and Upgrades

The billing in MatrixCare's system is complicated.

Feb 2022
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Analyst/Coordinator

Functionality and Upgrades

During our implementation, MatrixCare did a good job of explaining the different pieces, but we had...

Feb 2022
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Analyst/Coordinator

Implementation and Training

With our old EMR, it took months to train our end users on how to document, but with the MatrixCare...

Feb 2022
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Analyst/Coordinator

Relationship

I feel like my complaints are heard. MatrixCare really listens to us, and that has been really...

Feb 2022
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Director

Win/Loss - Why they were selected (by current clients)

Ultimately, Brightree won out over another vendor we liked, and the reason for that was Brightree’s...

Feb 2022
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Director

Functionality and Upgrades

There have been a couple of little hiccups along the way where we wished things could have worked...

Feb 2022
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Director

Lessons Learned

MatrixCare has room for improvement with their ongoing training. The system is very robust, so the...

Feb 2022
||
(0)
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Director

Lessons Learned

There are some things that could have been clearer when we purchased the MatrixCare solution. The...

Feb 2022
||
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Director

Functionality and Upgrades

Something that pulled us toward MatrixCare was a medication import where we are able to import any...

Feb 2022
||
(0)
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Director

Functionality and Upgrades

Since we have started, there have been a couple of times when the whole MatrixCare system has gone...

Feb 2022
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Director

Functionality and Upgrades

With our previous vendor, we had a HIPAA-compliance communication app that integrated into the EMR....

Feb 2022
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Director

Service and Support

MatrixCare has a great system of voting for things if we think we want something to be improved....

Feb 2022
||
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Analyst/Coordinator

Implementation and Training

The issues that we have had have been with our interpretation of the product, so I feel like the...

Feb 2022
||
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Director

Implementation and Training

The training could be improved if it were easier to get to. I would like more live training so that...

Nov 2021
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Manager

Implementation and Training

MatrixCare has had some challenges over the last few months that have made training somewhat...

Nov 2021
||
(0)
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Manager

Interfacing and Integration

MatrixCare Hospice does not interchange with our hospital software. If we pick up a referral from...

Nov 2021
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Director

ROI / Cost (care and feeding)

The product is good for us. What we like about it most is that the surveys have no problems. The...

Nov 2021
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Director

Functionality and Upgrades

The scheduling portion of the product is complicated. I would like that to be more user friendly. If...

Nov 2021
||
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Director

Service and Support

When we report a problem to MatrixCare's support, it can be frustrating to get through the proper...

Nov 2021
||
(0)
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VP/Other Executive

Functionality and Upgrades

The product performs excellently. It is up to date all the time, so it is not like we have to go...

Nov 2021
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Nurse

Lessons Learned

The hospice space is its own animal, but MatrixCare has done some really cool things in that area....

Oct 2021
||
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Nurse

Future Outlook

It took the vendor a long time to follow through on our recommendations, but things have finally...

Oct 2021
||
(0)
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Nurse

Service and Support

I am sure that the vendor is busy working on new changes for the system. There have been some...

Oct 2021
||
(0)
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Director

Implementation and Training

MatrixCare does an excellent job with their training offerings.

Oct 2021
||
(0)
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Director

ROI / Cost (care and feeding)

The system’s cost is reasonable by comparison.

Oct 2021
||
(0)
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Director

Future Outlook

I like that MatrixCare is innovative and always trying to improve the product. MatrixCare is working...

Oct 2021
||
(0)
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Director

Functionality and Upgrades

I like that we can do both hospice and palliative care with the same login information.

Oct 2021
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(0)
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Director

Functionality and Upgrades

I love that MatrixCare's system is easy for the end user. We use the system on a tablet, and it is...

Oct 2021
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Director

Interfacing and Integration

We use a pharmacy interface through MatrixCare's system, and that has been very successful. That...

Oct 2021
||
(0)
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Director

Functionality and Upgrades

I would like to see improvements with MatrixCare's communication app. There is no history. We can...

Oct 2021
||
(0)
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Director

Functionality and Upgrades

Sometimes, some of the revenue reports don't match up. For example, one report will have our number...

Oct 2021
||
(0)
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Director

Functionality and Upgrades

There is no way for our volunteers to document electronically. Up until recently, our volunteers...

Oct 2021
||
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Manager

ROI / Cost (care and feeding)

MatrixCare says certain things will be resolved by a certain date, and then they don't get resolved....

Oct 2021
||
(0)
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Manager

Technology

MatrixCare Hospice is meeting our needs half of the time. We are as happy with it as we are not...

Oct 2021
||
(0)
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Manager

Relationship

There are a lot of issues with the interdisciplinary team meetings that MatrixCare does each week....

Oct 2021
||
(0)
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Manager

Relationship

MatrixCare is missing the mark lately, and I am pretty sure they are very well aware of that. We...

Oct 2021
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(0)
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CEO/President

Implementation and Training

The vendor tries hard with their training. Anytime there is a change, they get in front of it early...

Oct 2021
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(0)
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CEO/President

Other Observations & Comments

I would like to get more for my money, but the vendor has given us everything we have asked for.

Oct 2021
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(0)
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VP/Other Executive

ROI / Cost (care and feeding)

All of the solution's add-ons are a little pricey.

Oct 2021
||
(0)
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VP/Other Executive

Functionality and Upgrades

MatrixCare's releases are sometimes a bit delayed. That doesn't happen often though.

Oct 2021
||
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